Very helpful friendly and knowledgeable. I use them regularly for wood blocks they always have the items in stock in the super friendly and helpful loading your vehicles, and you never feel like it's a bother. read more

First time using Pellets Direct and the experience was fantastic Kevin answered right away recommended a pellet and they delivered a few days later. The driver was great and put the pellets exactly where we wanted them Highly recommend will never use big box store again now that we found Pellets Direct read more

I had been purchasing pellets from this company for a few years now, I have tried different brands and never had a major problem until this years delivery. Last year, the winter on 24-25 I purchased the Bare Foot and Beautiful pellet brand. Being elderly and retired I found these pellets to be an excellent choice, first of all because they are packaged in lighter weight 23.8 lb bags that are easier for my wife and I to load in our double hopper Harman stove. Besides that, they burn clean give sufficient heat and don't create nearly as much ash as other brands that I have tried. Anyway, I ordered the same product this year and had 5 pallets delivered back in the spring of this year. Since moving 3 out of 5 pallets into my garage, I have had at least 21 bags of unusable product because they were compromised and bloated to dust from water damage. I think I was sent 2024 stock that had been sitting in the weather uncovered all winter long. I complained to this distributor and got no response. I also complained to the manufacturer, and though they responded, they did not intervene in any way. So, I am not sure how much total waste I will get out of all 5 pallets but I would have thought someone from one of these sources would have made it right. Very disappointing. It's the chance you take, but prior to this year I never had a problem worth complaining about. read more

Best value in any heating product. Pulled right up to the material and was assisted with friendly, gracious service.

This company processed my order 2 weeks ago, never delivered it. When I called: left a voicemail once and spoke to a person the second time (since no one called me back re: my voice mail inquiry) a rude man who spoke over me said "we don't deliver to that area". WHY did they accept my order then? I've been waiting for it for 2 weeks only to now find out it's not coming. I ordered to pay extra to have it delivered to me and he flat out refused. This is a lazy business that will do the bare minimum. Their online order system is faulty and their "supposed" email informing me about this never arrived. Steer clear. There are kinder, more professional businesses out there. They were so rude and not at all sorry for screwing me over. read more

I have been using Pellets Direct LLC, at 73 Ironstone Road, Uxbridge, MA since 2016. Today Pellets Direct came without giving us any notice a head of time that they were coming today to delivery 4 tons of pellets which we did order and paid for in advance plus a $119.00 delivery charge to be placed inside my garage. They left the pellets in our new driveway. I contacted Pellets Direct and left them a message and I received a call back from Kevin who told me that they left a message on our home phone answering machine back on July 13th, which we never received. If there was a message on my answering machine, I surely would have called them back to confirm the delivery date. Kevin then told me that the driver called us this morning on our home phone and left a message on our answering machine. There was no message on my home answering machine from anyone on July 13th or today from Pellets Direct. I never received an email with a confirmation delivery date, because if I had I would have made sure someone was there to receive the delivery. The driver never rang the doorbell according to my Ring Video. Kevin told me that there was no truck to come back to put the 4 tons of pellets in my garage which I paid for and he had no intentions of reimbursing me for the delivery charge. I couldn't believe what I was hearing from him especially after being a customer of theirs since 2016. They lost my business, and I would never recommend this company to anyone. Terrible customer service was given to me, and Kevin was not even willing to work with me to help resolve getting the pellets into my garage. So now the 4 tons of pellets sit on my new driveway as me and my 68 year old husband try to figure out what to do and how to get these pellets into our garage. read more

they never answer phone or return messages. CC is charged month or more later so you loose your delivery date if there is a problem. Not a reliable source. read more

I've been using Pellets Direct for 5+ years, and have been happy the whole time. Recently I changed pellet brands, and Kevin recommended a great clean burning pellet (Matra) that was the best pellet I've burned ever in our FPInsert. Always helpful deliveries in our garage right where I need them for the heating season. Perfect placement and always helpful. read more

We purchased 2 tons of pellets from this company. At the time of our order, they were advised we wanted low ash pellets in order to meet the specifications of our new Harmon stove. They delivered these pellets and placed them in our garage. There are Premium Softwood pellets from North Country in Alberta Canada. Each of the 1 tons pallets appeared to be well wrapped but had noticeable snow accumulation on top when they were left in our garage. We began using this fuel and immediately noticed each bag was wet on the exterior & most of the pellets were busted up with excessive fines and sawdust. Over the course of a few weeks we began to experience problems with the new stove such as failure to ignite. We also went from cleaning the stove once a week to every other day. These low ash pellets produce a whole lot of waste! My wife reached out to Kevin at Pellets Direct who requested an email with photos. This was provided to him. Numerous subsequent messages were left. No call back. When my wife finally got him on the phone he indicated that he needed to print out the photos but would call back within the hour. He never did. Two days later we called back and got Kevin again. We explained that the product was inferior and damp. He stated that he couldn't see this in the photos. He went on to explain that dampness is natural because of the change in temperature. Each bag is clearly labeled "Store in a dry place". We advised him that we wanted the product to be removed and our money refunded. He told us that we could bring it back and get a refund. I am not exactly sure how I would get a ton of pallets back to him using my SUV. He refused to come pick them up without charging us $59. He indicated that he would waive the cost if we weren't a new customer but since this was our first order with them it was not going to happen. Obviously it is unacceptable to ask a customer to pay for your costs to retrieve an inferior product. We are now stuck with 1.5 tons of garbage taking up space in our garage. We were not very happy with this company, their product or their business practices. read more

Pellets Direct Llc - Heating & Air Conditioning/HVAC Near Me - Uxbridge, Massachusetts

My pellets were delivered three weeks after the estimated delivery date. I could have lived with this delay had the customer service not been so poor. All of my phone calls and emails went unanswered, except for one call in which I was promised a call-back that never happened. When I finally got a call to schedule delivery, I got a litany of excuses and no apology. The bottom line for me is that it is irresponsible business practice to be so far off with a delivery estimate, and then fail to communicate with the customer when they have already paid for your product and service in good faith. I suggested twice that PD should refund my delivery fee because they failed to perform the delivery to a reasonable level of satisfaction, but received an email from them this morning that they are unwilling to do so. Needless to say, they will not be getting my return business. read more

I ordered my pallets on October 4 they did not arrive until November 21. Per my instructions they were supposed to leave the pallets to the right side of my driveway. When Kevin called to confirm my delivery he did confirm they were leaving them in the driveway to the right side. Somehow the driver got the wrong information and put them to the right side of my front door which meant he drove up and over my front lawn. I now have tire remarks and a rut in my front yard. I try calling pellets direct several times no response no answer. So if they ruin your property don't expect them to do the right thing. read more

Ordered late, end of November. Received pallet of envi-blocs apx 2+ weeks later as expected. Delivery appointment was on time and the driver couldn't have been more helpful. Highly recommend and will definitely buy from them again. read more

I placed my order, they called to schedule a deliver date and window. When they showed up they moved my old pellets out, put the new pellets against the wall and put my old pellets where I asked. Everyone was polite and professional. They went a little above and beyond when they made the delivery to make me happy. I would certainly recommend and will be buying from them again. read more

Excellent delivery exactly where I wanted them. Could do a better job answering the phone... I called you back seconds after I missed your call...I will rate the instant heat pellets when it gets cold. read more

Called Pellets Direct to see if they have any pellets as most places in the area are out at the moment. When I finally got someone on the phone, he assured me they had plenty. I told him I'd be coming from an hour away, and he said it won't be a problem. I get there in the middle of the day and the gates are closed and the lights are out. There is a sign that says "no pellets" Tried calling on the phone multiple times and no answer. What a complete piece of garbage this place is. STAY AWAY. Plenty of great places to order pellets from that actually care about their customers. read more

Just received order this week. Second year from this company. Excellent communication, service, product - we bought the Envi-Logs. Having a fire in the wood stove/fireplace creates such a cozy environment that I can almost stand the winter. Scheduled delivery was running late. Got a call from Kevin at company asking of we wanted delivery in the dark or the next afternoon. We asked for the latter. Called again 20-30 minutes before arrival. PERFECT PLACEMENT in garage. Couldn't be happier. read more

Last year I ordered 4 tons of Barefoot pellets from this company and they delivered them exactly where I wanted them! Kevin did an outstanding job. They have a piggyback fork lift which is the key. They are able to maneuver each ton through the grass, they can lift them up off the ground and place them where you want them with ease. This is also very important if you place an order in the winter when there is some snow or ice on the ground. I don't understand why some other companies don't have the necessary equipment? It helps to get your order in early, like late summer so they can plan their deliveries. They take about 2-3 weeks to deliver, sometimes even longer so you have to plan ahead. I've been a happy customer for 5 years. I have to say I was disappointing this February when I tried to order another ton of pellets. I went back and fourth with them trying to figure out when they were getting more pellets in stock..it was on a first come first served basis and they were limiting their customers to 10 bags at a time and pick up only. It was very inconvenient and stressful to pick them up myself so I found another pellet dealer. In their defense it was an "unusually cold winter" with the polar vortex so I understand the supply shortage was not there fault. I've been using my Harmon XXV pellet stove as my primary heating source for about 5 years now. I think it makes the most sense to purchase an okay pellet say 1-2 tons for the fall and into the early winter and then burn a really high quality pellet for the coldest winter months. Go back to the okay pellet in March. read more

I was referred to PD from family who said they were cheap and good. Well I ordered a little late so the price was what you could get anywhere or a little higher. they seem to run the business from their house and only are open a couple of days a week my pellets were delivered 6 weeks after I ordered them due to their "scheduling" and only working 2 days a week. Forget them returning a call. I actually went there to schedule in person and was told ,Oh Yeah you called like 3 X yesterday.They were supposed to call me 30 minutes before the showed up they did not, so after paying for pellets to be in may garage I will have to move the bags and pallet by hand on bag at a time. Not Happy and will never use them again. read more

Hey you ever wanted to run a business? Do the exact opposite of this company and you will surely succeed. Ordered pellets for three years and finally gave up this year. No issues for the first 2 years,calls returned and timely delivery. Last year was a nightmare. Placed an $1800 yes $1800 order on line and after 3 calls with no return left a 4th message to cancel, boy was my call returned and delivery eventually took place. This year called to order 7 tons of pellets and voice mail again. Did not try again and just went to Lowes. Good pellets just poorly run with zero customer service. read more

Used them twice and ordered 3 or 4 tons. The first time was a few years ago and I had no problems. The driver moved the pallets into the garage using the hand truck and did a good job. But last year we used them again, and I didn't have a good experience. They were supposed to deliver when I wasn't home. We had a snowstorm earlier that week. Our driveway was shoveled and we had been parking our two cars on it, which we moved to the street on the day of the expected delivery. There was a little snow/ice in places of the driveway where there are little pockets. When I came home and didn't see any pellets, I assumed they didn't come for some reason. I called and left a message asking when we could reschedule. I got a call back a few hours later from the owner. He said the driver couldn't deliver because the neighbors across from our driveway had parked in such a way that the driver couldn't get his truck in. Also the driver reported that our driveway was covered with ice and snow. I told him we had shoveled our driveway and it was clear enough for us to park our two cars in, so I didn't know what the driver was talking about. The owner said he'd check with him and get back to us. About four or five days later, we still hadn't heard from him. My husband noticed the charge on the credit card and called to ask why we were charged for something we don't have. The owner and my husband got into a shouting match, and that was the end of that. They refunded the cost of the pellets but not our delivery fee, since they claimed it was our fault the driver couldn't deliver because our driveway was covered in snow and ice. So here's the thing. I can understand them wanting to charge us a delivery fee since they came all the way out here from Uxbridge. But I'm giving them 2 stars for a couple of reasons. 1. A few days later, we got an email from them with a copy of their credit memo which had their version of what happened on it. It said things that weren't true, such as they had told us the driveway had to be cleared, they left a message that they couldn't deliver, we called them a week later to ask about it. None of these things were true. Funny thing is, they said we called on 2/27, which is hard to do without a time machine since we received that email on 2/25. I know this is just their internal documentation so it doesn't really matter, but their fabricated details left me with a worse impression than I already had. 2. The claim that they couldn't deliver was totally lame. I know from past deliveries from other companies that it's only the hand trucks that have trouble going over even a small amount of snow. But for this order, we did not request a hand truck. All we wanted was for the pallets to be pushed into our garage, which is normally done with a forklift truck. This year I ordered from Pellets R Us in Acton. We got two different deliveries from them. Both times the driver came in a flatbed truck with a piggyback forklift truck attached. He also couldn't get the big truck past the way our neighbors parked, so both times he pulled the flatbed over and got out the forklift. He drove each pallet from the flatbed truck to our house on the forklift truck. Unlike a hand truck, the forklift truck has regular tires and has no problems driving over snow. And, get this. We had snow two days ago, and they forgot to plow our street. For today's delivery, the Pellets R Us guy drove the forklift to our house through the slushy snow. So the claim that Pellets Direct couldn't deliver because our driveway was full of snow is totally lame. The real reason they couldn't deliver is either because they didn't have a forklift, they didn't bring the forklift, or the driver just didn't feel like using it, and he couldn't maneuver his big truck around the parked cars. I'm giving them two stars instead of one because they did refund the price of the undelivered pallets without a problem. read more

If you're considering buying pellets from this company, I strongly suggest you read my story. Last fall I purchased 5 tons of pellets from Pellets Direct, Uxbridge Ma, manufactured by American Alternative Fuels, Waltham MA. It wasn't too long after this that we began experiencing our Harmon Stove (considered to be an excellent stove) repeatedly dying out. As discovered this was due to many of the pellets having lengths of 3 to 4", consequently damming the fuel hopper,preventing the fuel from getting to the firebox. Unfortunatley it took a $150.00 service call from the stove supplier (Higgins Energy) to confirm this was in fact the cause of the problem. Upon contacting Pellets Direct, they confirmed there was a problem with the pellets which the manufacturer was working to correct and while they agreed to switch out the pellets, before doing so, I would have to agree to re-palletizing every loose bag and also agree to a $100.00 "Switchout Charge." When I complained this was hardly fair, reminding them I wasn't the cause of the problem, they washed their hands of it, suggesting I attempt dealing directly with Alternative fuels for possible reimbursement. Having no recourse, I atttempted phoning Alternative Fuels but to no avail there was no answer and no answering machine. When I informed Pellets Direct of this, they weren't surprised but then promised to act on my behalf in an attempt to get some form of reimburesment for the $100.00 "switch out" charge. Well, here it is a month later and not to my surprise both Pellects Direct and Alternative Fuels have seemingly washed their hands of this situation. At this point I'm giving up the battle but be advised; if you want to avoid the labor of stacking and re-palletizing defective product, and then unloading and stacking replacement product, paying for a stove service charge and ultimatley paying Pellets Direct a fee to trade out the defective product which they sold you in the first place, I would very strongly suggest you do your business elsewhere. Last thing; For the last 40 years I have worked for companies that both manufacture and distribute products to industry and home consumers and whenever there was an acknowledged defect in the product(s), we represented, without fail, we assumed all the costs associated with correcting the problem. Certainly there were situations where as a distributor we went back to our source of supply in an attempt to be compensated for defective product, but never, never did we tell our customer they had to battle directly with the manufacturer. Very simply as the manufacturer's agent and distributor, we were responsible for making things right for our customer. Obviously Pellets Direct doesn't share in this philosopy. "Let the buyer beware" read more

Got 2 tons from these guys last year they called to reschedule twice which wasn't a problem since I got a courtesy call now this year I go on line and don't see any of the pellets I've used in the past so I call during business hours to get a recommendation on what I should now use left a detailed message and waited over a week never heard back so I tried again now it's been another week and haven't heard anything guess I should go elsewhere read more

Near Impossible to get a hold of. Paid for my order a month ago and still do not have a delivery date. They said it would be sometime after Thanksgiving, but have not given me any firm date. I've called back several times, receptionist says delivery dept. will call me but they never do. Hope I get my delivery soon. read more

Rude people who act like they are doing you a favor when, in fact, it's reverse. Spend your hard earned money on a company that appreciates the business. There are 2 business within minutes of these people so make sure you go there instead of these people. I have been with them for years and each year, they want customer loyalty but when you need it reciprocated they are rude as hell. Last week I was able to get 12 bags because they aren't delivering and expect me to make 30 trips to get the bags of pellets. This week I went to get another 12 and was told nope, only in multiples of 5. I said last week I did and he said "yup you did". That was it. Because we went back and forth a few times, I finally relented. I gave him my card to pay and he clearly must have had to use the bathroom or something because he drops my card in front of me and walks away for about 7 minutes! No, excuse me, nothing - not even when he returns. They are by far the rudest business owners. So let's do them a favor and not shop there and bother them anymore. Go to Mendon or go to Smithfield, RI, each within minutes of this horrid place. They don't deserve our money. BECAUSE I GAVE THIS BAD REVIEW, THEY REFUSE TO DO BUSINESS. Most companies would apologize and try to make things right, NOT THIS HORRID BUSINESS. I thought they were cheaper which is why I tried to go back but since I was banned, I went to Royal Fireside in Mendon. Just as cheap, better quality employees and a true gem of a business unlike these a$$holes. read more

We purchased pellets from Pellets Direct in the past and assumed we would have no issues. As the previous person posted they are not open every day for orders. I went on a day they are open and purchased pellets at the end of September for an October delivery. We called towards the end of October to see when we were going to be getting them, but they never returned our call. On the last day of October we called to see when we were getting our pellets, apparently they forgot about our order. They wouldn't be able to deliver that day and we would have to wait another week for them to deliver. Very poor service. They had no problem charging me on the day I ordered them and being appreciative I said no problem to a delivery anytime in October. Well that didn't happen since they completely forgot about our order. We may try them again next year and schedule a delivery date on the day we order since we can't rely on them to schedule it. If they don't deliver on the day we schedule we will be looking to buy them else where. read more

Scum bag of a dealer! Been a long time customer, when 4 tons of sawdust was delivered. Could not get ahold of him for weeks. Set up 1st redelivery, ended up as a 'no show'. Scheduled second delivery, again 'no show'. Showed up last time, and in true scum bag fashion too the sawdust but delivered nothing in exchange. Scum bag now is promising 'refund' in '21' days. Me thinks me been had! Funny, I don't think the courts will find your shenanigans as amusing. Bad bad bad bad customer service. bad business practices. Didn't realize so many other folks wrote up similar comments. read more

I have purchased pellets from this company for the last 3 years and I am used to having to be patient for delivery (no problem). However, this year I am especially frustrated and will no longer be doing business with them going forward. Why? I ordered over $1,000 of product through their website in early Oct-2015. I received the automated email acknowledging my order which indicates that it will take a week before delivery is scheduled, with expectation that delivery will be in ~2 ~3 weeks (which is also what their recorded message says when you call). I did not try to reach them to ask about a delivery date until ~2 weeks had gone by because, as mentioned, I know from experience that patience is required. However, it has now been nearly a month and there has been no response to three (3) phone calls and messages I've left for them. I simply requested status of my order without concern or demands about delivery date. How can any customer be expected to not hear back for so long after multiple attempts to get status of an order (while watching my current stash of pellets dwindling as colder weather arrives)? I'm done with these guys, as they have shown absolutely no regard for their (repeat) customers. Update: once this business learned that I had placed a negative review I finally received a call back (Kevin). He informed me that he was canceling my order by quoting my review above, saying he was "honoring my request to no longer do business with them." He told me that putting a bad review online was a "slimy thing to do." It is amazing how out-of-touch a business can be. If you don't like negative reviews, how about not ignoring customer inquiries for over a month?!? I would much rather be updating this review by saying the owner saw the complaint and responded to my requests for order status, but instead I'm writing to say that this business has added insult to injury. Kevin; thanks to social media you don't get to bully your customers in this day and age. People share their experiences and pellets are a commodity.... read more

Ordered 3 tons of barefoot pellets online on September 6, 2015. Received automated confirmation within day or two saying I would be contacted in a few days concerning delivery. After 3 or 4 weeks of no contact I sent an email asking about the order, still no reply. A week later I phoned and received no response. Finally approaching mid October, I canceled the order. A confirmation regarding the cancellation was emailed to me with no apology. Beware when dealing with this company. read more

I wish no stars was an option... The web site said pellets available from 10-12 today. I showed up at 9. There were over 50 cars waiting- some people whom drove as far as ct. Not only did they NOT have any pellets but no one even came out to say they didn't have any!! We waited till the police arrived and told people to leave there would be no pellets today. I drove over an hour and waited an hour and a half and you didn't even have the decency to tell me you didn't have the product. I will never do business with this company and I would not recommend it to anyone. Horrible customer service and web site is not accurate. read more

I have never written reviews on yelp before, but for Pellets Direct I needed to. As everyone is aware, there is a backorder of pellets in the Northeast. I went to Pellets Direct last week, and was able to get 8 bags. I got two different kinds to try out, and I informed them that I would order a ton this week. I went back today to get a few bags, and order a ton. There were quite a few pallets of pellets in the yard. I could see them all...Well, they informed me that since I haven't been a customer for over a year, they wouldn't sell me any pellets... Not a single bag. I had told them that I would take whatever they had. I wasn't picky, I just want a warm house, but no, they wouldn't budge... To me this is disappointing. They just lost someone who could have been a loyal customer. read more

Walked in to buy pellets and the first thing they ask is if I have bought there before and before i could say yes because I have the dirt ball guy that was there said no.. Now immediately i knew he was lying because I saw a bunch of open pallets on the way in. I have no clue why they choose to conduct business like this but I would never go there or recommend them ever again!! Ive heard A LOT! bad about them before but until now i've never experienced it.And quite honestly I find there prices are outrageously high because the web site says one thing and when you call there always out of stock on there specials but always seem to have the more expensive ones in stock. Go to lowes or royal fire side you will get better quality and price. Without the attitude!!! read more

I ordered 3 tons of pellets from them in the recent past and this was my second or third year purchasing from them. Kevin came to deliver my pellets with a small metal wheeled powered hand truck. He started to damage the concrete on the lip of the garage floor and I asked him to put down some kind of ramp so that the the truck would easily ride up the ramp into the garage. The small wheels damaged the asphalt close to the garage door. I mentioned that to him and he said "read your contract, I am not responsible". I would NEVER do business with this company again based upon my past experience with them. read more

I ordered 2 tons of pellets through their web site. Received an email order confirmation that said I would be contacted within 5 days. It has been almost 3 weeks and no phone call. I have tried to call them multiple times and left messages with no follow up. Now their phone goes to automated message that says they are out of pellets and I am left in pellet limbo not knowing if I have an order or not. I would like to cancell and order from someone else but can't even get through to do that! Skip this supplier and order from a place that will talk to their customers. read more

We placed an order for 1 ton of pellets from Pellets Direct for our new stove. The website says they will deliver up to 70 miles out and we are located about 64 miles away. They called me to set up a delivery date and the guy on the phone was very polite. Later in the week a major snowstorm was forecast for the scheduled delivery date. I called them to reschedule and they set up another delivery date for later that week. No problem. Except the day came and went, no delivery. I called them to find out what happened, nobody answered the phone so I left voicemail. Days go by and I hear nothing from them. I called them several more times over the next few days, never getting an answer but leaving voicemails each time. Finally I checked my credit card balance, and it turns out they credited back my payment. I guess they just decided they weren't going to deliver to us and never planned on letting us know about it. read more

Do not use this company! Their total lack of customer service is ridiculous. To many other companies to choose from, with lower prices. They will confirm your order, and that it is ready to be delivered. Then send you an email cancelling the order with no explanation? Have tried to call numerous times, being completely polite each time, but have heard nothing? I would encourage everyone to not give them your money. read more

Myself and my neighbor bought Dry Creek pellets they where delivered in the pouring rain second time in 5 yrs with these people I told Kevin I better not have a problem well I did I and so did my neighbor contacted Pellets Direct by email 4 times with pictures of the clumps and even plastic mixed in They chose to ignore me for the second time DO NOT BUY pellets from this company they will not do not stand by their product at all. I will tell everybody I know how bad this company is They only care about how fat they can make their wallet read more

The fact that we were established customers had absolutely no impact with these people who allegedly have so much to pick from. We were left high and dry when last winter ran so cold for so long and again before the heating season even started this year. No call backs no email responses. We're over it and very content with doing business with our local LeeWay Tru Value that was able to take the order and deliver 3 tons within 24 hours with no problems. If you want a DEPENDABLE source of wood pellets, seek elsewhere. read more